Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Job Description:
This job is responsible for providing support to end users and responding to issues related to incidents and problem management for multiple applications, focusing on leading triage activities on all business impacting incidents. Key responsibilities include ensuring compliance with incident management and problem management policies and procedures. Job expectations include serving as a key focal point for the customer, client, and associate experience and restoring any impacts to those experiences regardless of where the root cause of the impact lies.

Position Summary:

The suite of applications we support cover many different functional aspects of the business, including pricing and trade capture, risk generation and aggregation, market and reference data. The role will give the successful candidate exposure to the full front-to-back process from trade inception to feeding risk downstream. This is also an opportunity to work in a global team.

Responsibilities:

Leads production support triage efforts, manages bridge line troubleshooting, engages in technical research, and escalates issues to leadership as neededEnsures all impacts are accurately recorded and documented in the system of record, verifies documents and wikis are updated and available for use during triage, and supports on call responsibilities for incidents, the documentation of application flows, impacts during outages, the customer experience, and contacts for support needsProvides status updates and technical detail for awareness communications, such as infrastructure, application and client impact, and component points of failure, oversees accuracy of all communications sent, and ensures any necessary reconvenes are scheduledIdentifies business impact, interprets monitors, dashboards, and logs, and writes queries to accurately calculate and communicate impacts to leadership in partnership with senior team members or specialists within Technology ServicesPromotes and enforces production governance during triage/testing, and identifies production failure scenarios, vulnerabilities, and opportunities for improvement, determines appropriate actions, and escalate issues as neededAnalyzes, manages, and coordinates incident management activities to detect problems that potentially affect the service levelFulfills research requests, ad hoc reports, and offline incidents at the direction of senior team members or the Technology/Production Services teamsFirst point of contact for end business users in Rates Ownership and delivery of on-boarding support of or processes into the MAPS organizationBuild and maintain strong partnerships with business stakeholders, application development personnel, and infrastructure contacts  Monitoring and alerting of critical trading system environmentsTroubleshooting of complex systems issues Proactive identification and resolution of problem hotspots 

Required Skills:

Minimum of 5 years work experience in information technologyUnderstanding of market data flows2+ years experience in any one of the following - Incident Management, Problem Management, Service Request ManagementStrong Programming Experience Python, Unix/Shell ScriptsOracle SQL/PLSQL

Skills:

AdaptabilityAnalytical ThinkingInfluenceProduction SupportRisk ManagementAutomationCollaborationInnovative ThinkingResult OrientationSolution DesignBusiness AcumenDevOps PracticesProject ManagementSolution Delivery ProcessStakeholder Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40